Net Promoter System for Agile Environments @ Agile India 2014 in Bangalore, India

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Information about Net Promoter System for Agile Environments @ Agile India 2014 in...
Business & Mgmt

Published on March 2, 2014

Author: BerndSchiffer

Source: slideshare.net

Bernd Schiffer 01/03/2014 Agile India NET PROMOTER SYSTEM FOR AGILE ENVIRONMENTS

I want to open a cinema!

The book about NPS (Net Promoter System)

1.) On a zero-to-ten scale, how likely is it that you’d recommend my cinema to a friend or colleague of yours? 0 10 5 very unlikely 2.) Why is that? very likely

Fred Reichheld “On a zero-to-ten scale, how likely is it that you would recommend us (or this product/service/brand) to a friend or colleague? I also instructed companies to ask at least one follow-up question: What is the primary reason for your score?”

Detractors
 7-8 0-6 very unlikely (aka delighted customers) (aka satisfied customers) (aka dissatisfied customers) 0 Promoters Neutrals
 5 9-10 10 very likely

Categorize! Goal Goal

Loyal Customers http://www.flickr.com/photos/braveheartsportsnetwork/5815110255/

Fred Reichheld … because loyal customers come back more often, buy additional products and services, refer their friends, provide valuable feedback, cost less to serve, and are less price sensitive.

Recommendations generate most value

Bad Profits Roaming Fees Gym Subscription Dark Patterns

NPScore 1) 2) 3) 4) 5) Count promoters, neutrals, and detractors. Subtract detractors from promoters. Divide the result by the number of all votes. Multiply the result with 100. You got a number between -100 and +100.
 That’s the NPScore!

Real World … and 1000s more

http://agilemanifesto.org/

NPS for Products DAILY SCRUM MEETING (EVERY 24 HOURS) 2-4 WEEK SPRINT PRODUCT BACKLOG SPRINT PLANNING SPRINT BACKLOG POTENTIALLY SHIPABLE PRODUCT INCREMENT http://lean.st/ & http://www.scrumalliance.org/

Get feedback… 1. …before building the feature. 2. …directly after the feature is used (bottom-up). 3. …periodically while features are used (top-down). Actions for NPS with Products

Detractors (aka dissatisfied customers) Neutrals (aka satisfied customers) 0-6 7-8 Promoters (aka delighted customers) 9-10 What is the Net Promoter System? 1 The Net Promoter System (NPS, or NPSystem) is an open-source customer relationship management tool. With the NPS, an organisation measures the loyalty of its customers. This feedback is used to improve the organisation’s services. At the core of the Net Promoter System is the so called ultimate question, which provides a simple metric, the Net Promoter Score (also called NPS, in this sheet NPScore). Read more about the NPS in John Warrillow’s article on Inc.com “One Question Can Predict the Future of Your Company” http://www.inc.com/articles/201106/whats-your-net-promoter-score.html 0 5 very unlikely 2 10 very likely What is the Net Promoter Score? The NPScore is a single number between -100 and 100 which sums the answers to the ultimate question “How likely is it that you would recommend our service to a friend or colleague?”. A number below 0 indicates a service in need of improvement, whereas a number between 0 and 50 indicates a good service, and a number above 50 usually means a top-of-theclass service. However, the NPScore is a relative metric, so it’s only comparable to related services. 4 How to get feedback through a single number…? 3 We don’t. The NPScore is an indicator for the quantitative feedback. With the NPScore we can compare different customers’ feedbacks on the same service. But we also ask another question “Why?”, which asks the customer for the reason of his giving this score. This is where we get the qualitative feedback. Also, we engage our customers in follow-up interviews, to learn more about potential improvements of our services. NPS explained Quantitative Feedback (answers to the ultimate question) Qualitative feedback (answers to “Why?”) How to calculate the Net Promoter Score? Each customer is asked to answer the ultimate question on a scale from 0-10, where 0 means “very unlikey” and 10 means “very likely”. The answers are categorised in 3 groups: detractors, dissatisfied customers (0-6); neutrals, satisfied customers (7-8); and promoters, delighted customers (9-10). The percentage of detractors minus the percentage of promoters results in the NPScore. # means “size of” (simply count…) number between -100 and 100 Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

What I send to my clients Detractors (aka dissatisfied customers) Neutrals (aka satisfied customers) 0-6 7-8 Promoters (aka delighted customers) 9-10 What is the Net Promoter System? 1 The Net Promoter System (NPS, or NPSystem) is an open-source customer relationship management tool. With the NPS, an organisation measures the loyalty of its customers. This feedback is used to improve the organisation’s services. At the core of the Net Promoter System is the so called ultimate question, which provides a simple metric, the Net Promoter Score (also called NPS, in this sheet NPScore). Read more about the NPS in John Warrillow’s article on Inc.com “One Question Can Predict the Future of Your Company” http://www.inc.com/articles/201106/whats-your-net-promoter-score.html 0 5 very unlikely 2 10 very likely What is the Net Promoter Score? The NPScore is a single number between -100 and 100 which sums the answers to the ultimate question “How likely is it that you would recommend our service to a friend or colleague?”. A number below 0 indicates a service in need of improvement, whereas a number between 0 and 50 indicates a good service, and a number above 50 usually means a top-of-theclass service. However, the NPScore is a relative metric, so it’s only comparable to related services. 4 How to get feedback through a single number…? 3 We don’t. The NPScore is an indicator for the quantitative feedback. With the NPScore we can compare different customers’ feedbacks on the same service. But we also ask another question “Why?”, which asks the customer for the reason of his giving this score. This is where we get the qualitative feedback. Also, we engage our customers in follow-up interviews, to learn more about potential improvements of our services. NPS explained Quantitative Feedback (answers to the ultimate question) Qualitative feedback (answers to “Why?”) How to calculate the Net Promoter Score? Each customer is asked to answer the ultimate question on a scale from 0-10, where 0 means “very unlikey” and 10 means “very likely”. The answers are categorised in 3 groups: detractors, dissatisfied customers (0-6); neutrals, satisfied customers (7-8); and promoters, delighted customers (9-10). The percentage of detractors minus the percentage of promoters results in the NPScore. # means “size of” (simply count…) number between -100 and 100 Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

Meetings

eNPS (e = employee) for the organisation

Personal NPS: 360º Feedback eNPS just for me (e = employee)

Get feedback from attendees about large meetings/workshops. Identify weak and strong features and products. Let every employee contact promoters and detractors. Do a retrospective with customer feedback as data. Do a backlog refinement session with customer feedback. Get feedback from colleagues about you as an employee (eNPS). Get feedback from practitioners about learning sources (book club!). Visualise company-wide your customer feedback and teach everyone how to read it (open books!). Use feedback from colleagues to grow, e.g., via personal coaching. More Actions with NPS in Agile Environments

? Myth or Truth

A product has an NPS of 80. Therefore it’s certainly market leader! ! ? Myth or Truth

Your NPS is 60. So what?

Two independent trainer having an NPS of 20 and 60. The one with the 60 is the better trainer! ! ? Myth or Truth

Can’t compare NPS without common ground.

Asked the ultimate question, people in different regions and countries will answer differently! ? ! Myth or Truth

Andere Länder, andere Sitten! German Saying

That’s a good idea: give an employee a huge bonus if she brings the product’s NPS up to x! ! ? Myth or Truth

e r o c NPSys te m

Beware! Having a single metric causes cheating! http://aldostrada.files.wordpress.com/2009/12/mr-burns-wallpaper2.gif

http://www.explainxkcd.com/wiki/index.php?title=937:_TornadoGuard - http://www.xkcd.com/937

Aim for a win,
 not a certain score!

1.) On a zero-to-ten scale, how likely is it that you’d recommend this session to a friend or colleague of yours? 2.) Why is that? You knew that this was coming, right?

ank h T u! yo Bernd Schiffer ‣ @berndschiffer NET PROMOTER ‣ @bold_mover ‣ coaching@berndschiffer.com SYSTEM FOR AGILE ! ENVIRONMENTS ‣ http://slideshare.net/berndschiffer ‣ http://berndschiffer.com 01/03/2014
 Agile India ‣ http://boldmover.com ‣ http://agiletrail.com

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